IT Service Desk Analyst

Jobtailor; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

Jobtailor in Milton Keynes is seeking a proactive IT helpdesk advisor to respond to user requests via phone, email, and ticketing systems. You will diagnose issues, provide solutions, and escalate when needed to maintain service levels.

You will document resolutions, assist with account management, stay compliant with ITIL practices, and collaborate with other teams to improve service delivery. A valid SC clearance is required for this role.

Qualifications

• Experience in customer service or technical support.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of ITIL best practice methodology.

Responsibilities

• Respond to incoming service requests via phone, email, and direct toolset tickets in a timely and professional manner.
• Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating as needed.
• Document interactions and resolutions in the ticketing system for accurate tracking.
• Assist users with account management, including password resets and access issues.
• Maintain knowledge of IT policies and best practices to provide accurate information.
• Collaborate with other IT teams to resolve complex issues and improve service delivery.
• Participate in training sessions to enhance technical skills and customer service.
• Contribute to knowledge base articles and user documentation.
• Submit improvement proposals supporting contractual obligations.

Skills

Customer service

Technical support

Problem solving

Communication

Teamwork

ITIL

Under pressure

Education

SC clearance

Tools

Ticketing system

Job description

Responsibilities

• Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
• Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.
• Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
• Assist users with account management, including password resets and access issues.
• Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
• Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
• Participate in training sessions and workshops to enhance technical skills and customer service abilities.
• Contribute to the development of knowledge base articles and user documentation.
• Submit improvement proposals and enhancements in support of the contractual obligations.

Requirements

• Ability to gain SC clearance
• Previous experience in a customer service or technical support role preferred.
• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure or through demanding challenges.
• Familiarity with common operating systems and software applications.
• Ability to work independently and as part of a team in a fast-paced environment.
• Understanding of ITIL best practice methodology

Qualifications & Certifications

• SC clearance